Maidstone Road Rainham Surgery

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence the service met people’s needs, and staff treated people equally and without discrimination. At our last assessment, we rated this key question as outstanding. At this assessment, the rating remains the same.

This service scored 93 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service made sure that people could access the care, support and treatment they needed when they needed it.

People could access the service in a way that suited their needs, including online, in person and by telephone. Treatment rooms were located on the ground floor, and the entrance had a ramp.

The service offered extended hours appointments from 6.30pm to 7.45pm, every Monday.

The service performed better than national averages in the national GP Patient Survey (2025). This showed 87% of respondents responded positively to how easy it was to contact the service on the phone which was above the national average of 53%. Whilst 89% of respondents responded positively to the overall experience of contacting the service, compared to the national average of 70%.

However, the service’s hearing loop was not functioning and leaders confirmed it could not be repaired following investigation. They advised that, as a mitigating action, staff would support people with hearing difficulties by leaving the reception area to communicate in the lobby or offering a private room to ensure confidentiality and effective communication.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Feedback provided by people using the service was positive. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, people with additional needs were offered tailored support such as longer appointments and staff adapted communication by accessing translation and basic sign language services. Staff were responsive to individual circumstances, for example supporting anxious people by offering alternative waiting arrangements or ensuring continuity with a preferred clinician where possible. Staff also took steps to maintain dignity and privacy while adapting care, such as moving conversations to private areas when additional communication support was needed.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.